Create a Bug (ZProject) using Custom Function and Blueprint
Hi there guys, I'm wondering if any of you have tried and got this working I need to create a BUG on Zoho Project/BugTracker when certain criteria is met on Zoho Desk (using Blueprint) but I don't know how to do it since I'm quite new at coding with Deluge. Can anyone help me out with this one to have some starting point at this :)? Kind Regards
How to add Radio Button in Zoho Desk ?
I have a web pages which consists Radio Button and various different HTML controls. We are taking the inputs from these fields. After getting these data I want to send back to the Zoho Desk. But Zoho Desk has limited set of controls like (Single-Line, Multi-Line etc) But my input requires Radio Button and various different elements. How can I create custom web forms in Zoho Desk?
Status that stop SLA clock
In my Help Desk, we spend lots of time waiting on customer reply and currently I cant stop the SLA, which means tickets overdue waiting on customer. I have created a new status as Waiting on Customer (status closed), but it notifies customer that the ticket is closed. Is there any way of having this clock feature ? If not, can Zoho look at it for future versions ? Thanks, Vanessa vanessa.larney@innovative-edge.co.uk
ZoHo CRM not showing ZoHo Desk Tickets
We have recently added ZoHo Desk and have mapped all fields and configured 2-way integration with Leads, Contacts and Accounts. There is now a ZoHo Desk section showing in ZoHo CRM for these modules, but they never show any ticket activity from ZoHo Desk. What other setting could be preventing the CRM from showing related ZoHo Desk tickets? Kevin Tanner
Not being able to assign a "TEAM" to a Closed status used Blueprint transition
Hi there guys, as the title implies we're having some issues with certain actions triggered with our Blueprints given that when we make that a certain transition triggers a UPDATE FIELD on the Assignee/Ticket Owner on Desk to a TEAM and that status corresponds to a CLOSED status-type it stays as "Unnasigned" and is not being assigned to a Team properly. Please do let us know if this is intended or it's due to a bug or how to fix it. Kind Regards. Christian
Major Status/Viewing Bug
Steps to reproduce: 1. Go to setup and rename a status that is in use and assigned to a number of tickets. As an example, rename "Waiting for Response" to "Waiting for Client Response". 2. Bug Example 1: Now go classic or compact view and select "Open Tickets". Every ticket that had the status "waiting for client response" will have completely disappeared. 3. Bug Example 2: Now go to Kanban Status mode. In this mode you would think the tickets with the old status of "waiting for response" would at
certificate error
Certificate Error SO Stephen Oles Discussion 10 months ago I recently added a support subdomain to my site using Domain Mapping which links to https://desk.cs.zohohost.com and now the link is not secure and throws a certificate error. How do I ensure me and my clients are using https? desk.cs.zohohost.com
Introducing the onholdTime Parameter to Support the New On Hold Status
One of the recent powerful additions to the Zoho Desk feature set is the built-in ticket status called On Hold. This status will be of help to agents when they await a response from the customer or require the assistance of another stakeholder to resolve a ticket. When the status of a ticket is changed to On Hold, the timer is paused, thereby making sure that SLAs are not violated unreasonably. Keep in mind that the status of a ticket cannot go from Closed to On Hold. Similarly, Response Due and
Zoho Desk clients, do you track SLAs using standard tools?
Hi community, I was planning to track SLAs to better serve our customers and set up this functionnality. But it turned out that we cannot rely on it as time counts in Pending status (when we wait for a client reply) and it shows wrong timings. So we cannot define a rule or renumerate agents based on the SLA. The only way is to visually verify it which does not alllow to make a system approach. How do you use it?
Ticket Bundling with Use Case and Suggestions
I know there are plans to allow bundles of tickets to be tied together, though I cannot find the thread about it. Can zoho tell us if this is coming any time soon? Here is our use case and desired feature list: 1. We use tickets to track a lot of issues as we are closing out projects (as well as doing annual maintenance support on large sites) so it's not uncommon to have 10 or more tickets for the same account. This really starts to fill up the department board, and when looking at a ticket you
Bulk Creation of Users with Passwords
We are migrating from another CRM system. Is there any way to do the creation of a large number of users from our other system including the passwords, even if we just assigned a random password created after the export of the data from the other system? Second, is there a way to reset a support user's password or even create their account for them and assign a password? We could them just email them the account information and they could change the password there. In our current system we have
Filling in the Survey field by using the "$Resolution" tag
Hello, Glad to be here! I hope you can help me with this question. Is it possible to display an issue's resolution in the Survey field by using the "$Resolution" tag? Currently I get simply "$Resolution" as a text in the field, instead of the actual resolution text. Version 9.3 Build 9332 Could you please help me with the issue? Best Regards, Dmitrii
Mobile version site
Please help!If a ticket is created in Service Desk, the requester receives a notification email with a link to the ticket. In this case the requester is a technician with a SD license assigned to him. Having followed the link from the notification email using an iPhone (6s or X, both with the latest system versions), such users can’t log into the system via the Safari browser. However the same iPhone does successfully log into the same user account via Google Chrome. The devices are connected to
Fusion requete
Bonjour Quand je veux fusionner 2 requetes j'ai le message d'erreur : "impossible de traiter votre demande" J'en profite pour vous demander comment faire pour contacter la hotline de Zoho (je débute !!) Cordialement
Zoho Desk Feedback widget is not working
Looks like problem with Zoho Desk Feedback widget continues. Right now now Feedback widget JS call is failing. Due to that, widget is not opening at all. I hope it won't take a week, like last time. Check the screenshot.
issue in forwarding the mail
sir i have the issue in forwarding the support mail .while forwarding the mail their is an error message is showing the message is " Aw, Snap! Your response for the ticket #726 could not be sent since the authentication failed for the SMTP server."
With Zoho Desk, now take the solution to your customers.
When your customers have a question, they have to leave your app or website, go in search of an answer, and maybe even contact your customer service team. You lose out on significant time that they could've spent on your app instead of scouring your help center or writing to customer support. What if you could give them all these options right in your app? ASAP for Zoho Desk ensures that your customers never have to leave your app in search of help. ASAP helps businesses go mobile-first, by bringing
Workflows Question
Hello, Glad to be here! I hope you can help me with this question. Is it possible to create workflows that they modify fields in accounts when modify fields in tickets? As products, operation status, contracts or a numeric valor? The idea is that the agents don't have to go to accounts module to modify/update this information. Thank you in advanced. Mario
state change rule
Dear,
I have a rule called: Switch to: Closed waiting for client response.
Which has a series of conditions. One of them implies changing after a certain time (45 HH) from one state to another. State1: Waiting for Update to State 2: Closed pending customer response. (Image 1)
I changed the status of many tickets on December 4 at 11:21 am so today December 11 at 11:21 should have changed.
The problem is that he did not. Attach example evidence for ticket # 4262. (Image 3)
Deputy working hours
I can not edit client portal
Dear,
Help I can not edit the fields so that my clients do not see some options.
I need you not to see the "Comment" option from your portal. (Ver imagen 1) I can not edit anything (Ver imagen 2 and 3)
Can I get a list of failed searches that our users may be making on our Zoho Desk Search?
Hi there, Looking to check if there is way that we can get a list of searches that our users made on our knowledgebase that we have hosted on Zoho Desk? This enables to know what our users are searching for vs what we may not have articles or FAQs around. Kindly let me know. Thanks.
Forwarding a Google G Suite Group email with domain email routing
Hi! I tried to forward or redirect our support email, that is a G Suite group email, to Zoho. However the instructions at help.zoho.com/portal/kb/articles/forwarding-your-support-emails-to-zoho-desk seems to be wrong, they didn't work and after some investigations I got another solution working, see below. Could you confirm that my working solution is ok from your point of view and not break anything in Zoho? My working solution: As Single recipient use our own support email, i.e. support@mydomain.com
Ticket Comment Formatting problem
Yesterday or possibly the day before I started noticing that when I add comments to tickets Zoho adds line breaks. I try the Clear Formatting button and save my ticket but the line breaks remain. I have to go edit my comment again, clear formatting and look for weird added line breaks to manually remove. This didn't happen prior to a day or two ago. Can someone please comment? Thanks OS: Win 10 Browser: Chrome 70 Edit to add more info: paste some data in a comment > ctrl + a > clear formatting >
rotative turn
Dear,
Can more than 50 records be assigned for the rotating shift? (Imagen 1)
Scrollbar for user created Dashboards
Hi, I've only now started exploring the Dashboards in Zoho Desk and what I noticed is that there's no scrollbar if the data presented reaches the display box limit, so there's no way to see everything. I hope you can consider adding a scrollbar (vertical and horizontal) for the users. Thank you. Jordanne
Day Passes For Temporary Agents
Hi Desk Team, As a growing business, With my company I want to be able to add temporary agents. What I mean by a temporary agent is for example, If I am out of the office for business travel or meetings, Someone else on my team can take over and answer requests for a couple hours or day(s). Other products such as Freshdesk have this feature, I think it would beneficial in Desk as well. Looking forward to seeing this in the near future
Not receiving helpdesk notifications through outlook
Hi there, I have notifications enabled through my Zoho Desk settings, but I don't receive notifications through email (outlook). I compared them to my colleague's settings that are the same. Is there any recommendation you can give, is this a known problem? Thanks for your help
Text strings in replies get separated
We had this problem since a long time but we couldn't exactly find out that it was caused by the system instead we thought that it was caused by the oversight of our agents. We started to suspect about it being caused by the system recently. Please inspect the attached images. The string "entire" in the text seems to be normal when editing it but when the agent saves it as a draft it becomes separated as "entir e". This problem doesn't happen all the time and when it happens it does surface only
'Unable to process request' error message
When trying to change other Agents 'department' accessibility, it does not work:
Speed Up Interface
Is it possible for you guys to include an option that users could toggle on and off that would enable a stripped down interface? It is soooooo slow because there is so much complexity and a ton of CSS. I would love to strip out the animations between page loads and departments, take out the drop shadows everywhere, take off the animation to open the fly out menus on tickets, remove the animation on the settings pane. All of this stuff just makes the interface feel slow and pokey and it does not need
API Ticket Creation Failing
Hey there, i'm currently building a tool to create tickets programmatically in PHP. The OAuth part is working fine, also requesting the orgId and refresh the token via refreshToken. So, the authorization should work. When createing a ticket, i always get an {"message":"Error while processing your request"} Even using just the basic requirements (...with correct IDs ;) ) curl -X POST https://desk.zoho.com/api/v1/tickets \ -H "orgId:XXXX" \ -H "Authorization:Zoho-oauthtoken 1000.XXXX.XXXX"\
Notifications for agents in rotation
Hi, we have agents making support in a rotation schedule. The tickets are assigned to an agent associated to a team. if a customer replies the assigned agent receives a notification, but the initially assigned agent is probably not on duty. How can we notify all agents of a specific team, even if the ticket is not assigned to a team but an agent? Example: Mo: Agent A is on duty and takes ticket 1 Tue: Agent B is on duty, customer replies to ticket 1 -> Agent A is notified, but Agent B should be notified
issue after integrating ASAP feature when application is open then it will display warning dialog that shows message Incompatible android OS
When application is open then it will display warning dialog that shows message Incompatible version of the android OS and may behave unexpectadly.
Integration of custom fields between modules.
Integration of custom fields between modules in Desk would be great. i.e. A custom field created in the Accounts module can be viewed in the Ticket module. Currently, this only seems possible via custom functions.
Certain User not receiving TEAM NOTIFICATIONS
Hi there guys, We're dealing with an issue regarding a certain issue on our end specifically with Natalia Labrin --> nlabrin@innovasoft.cl since she's not being notified through mail when she's the owner of a Ticket or part of the Team assigned to that ticket. Some time ago we had a similar issue with Zoho Sites since Natalia was the one that used the "TRIAL" period with you guys and after that we subscribed to your services (Zoho One), at that time she couldn't be assigned to Zoho Sites as an user
Auto mail is not send
Hello, I am using the system via Support Portal. When the customer opens a ticket, automatic mail is not going. It only goes when you answer through the system. What is the problem. My English is very bad. I used Google translate. Sorry :)
Not being able to visualize CONVERSATIONS/THREADS on a Certain ticket
Hi there guys, as the title implies we're having certain issues with a particular TICKET on our end (#5046) We cannot visualize the conversation regarding that ticket anywhere, could you please give us a hand with that? Thanks for your help. Kind Regards
urgent problem with email notifications
Dear,
I need your help urgently, since I have activated the team and agent notifications (image1), but the emails do not arrive when the client responds. This is extremely serious for us since we are not delivering an answer to our clients.
Please your immediate help.
Changing Department should not take me out of whatever Account I am currently in
Currently if I am in a particular department and viewing an Account or Contact, I can only see tickets that are from that department. This is all fine and good, but when I want to see tickets from another department, or ALL departments, when I switch the department, I am taken out of the Account/Contact. This is very frustrating and makes for extra unnecessary clicks. I then have to search again for the Account/Contact within the new department. I think you should stay within the Account/Contact
No email sent when updating multiple tickets in Desk
Hi Guys + Girls, I will try to explain our situation in short. We work with sprints/releases every 2 weeks. When a customers problem is solved, we want to notify them. In the product we use now, an email is triggered when a Jira issue is released. We set a date, and have a time based response trigger an email in our current program. We have the Jira integration working now with Desk, but it might not provide the options to cover our needs. We almost got a workaround, but it failed on the last part:
Next Page